[Hiring] Patient Support Coordinator @Releaf

Role Description

As a Patient Support Coordinator, you will be responsible for ensuring a smooth, empathetic, and efficient patient experience across your assigned cohort — whether that's handling inbound calls, making outbound calls and follow-ups, or supporting the resolution of patient complaints. You will be a key point of contact for patients, helping them navigate their care journey.

This is a busy role that requires extremely high levels of empathy, strong attention to detail, and the ability to work in a fast-paced digital environment.

Core Responsibilities

• Patient Service Delivery
  • Take the lead on answering inbound calls, making outbound calls, or progressing resolutions cases — depending on your assigned cohort — resolving queries in a timely and professional manner.
  • Provide clear, empathetic, and professional communication with patients across every interaction.
  • Escalate complex queries or complaints to your Team Lead when required.
  • Ensure timely and proactive engagement with patients to support continuity of care.
  • Maintain high levels of patient satisfaction by delivering outstanding service in every interaction.
  • Respond to calls, emails, and live chat as needed, ensuring consistency across all communication channels.
  • Provide administrative assistance to doctors, nurses, and healthcare staff to ensure smooth operations between the clinic and pharmacy.
  • Assist patients with subscription queries and prescription payments.
  • Schedule and confirm appointments, coordinating with healthcare professionals to maintain efficient schedules (Inbound cohort).
  • For the Resolutions cohort: manage the end-to-end complaints process, ensuring timely acknowledgement, investigation, and resolution, and maintain accurate, detailed records of all complaints and actions taken.
• Operational Support
  • Accurately record patient interactions in the scheduling systems.
  • Follow standardised workflows and operating procedures to ensure consistency and compliance.
  • Support team performance by meeting your cohort's call, engagement, or case-handling targets.
  • Assist in identifying common patient issues and feeding back to your Team Lead.
  • Participate in training sessions and regular audits to maintain quality standards.
• Compliance & Governance
  • Ensure all communications comply with UK healthcare regulations (CQC standards, GDPR, and ICO where relevant).
  • Adhere to best practices in confidentiality, safeguarding, and patient safety.
  • Follow and adhere to audit, quality assurance, and governance processes.

Qualifications

• Experience from a busy, patient-focused contact centre background.
• High levels of empathy and attention to detail.
• Excitement to join a busy growing organisation.

Requirements

• Ability to take ownership of the role.

Benefits

• Flexible working.
• Personalised training and development.
• Private health insurance.
• Employee Assistance Programmes.
• Access to employee perks.
• Releaf staff patient benefits.

Company Description

Releaf Dispensary Ltd is a pioneering medical cannabis clinic committed to providing high-quality, safe, and effective cannabis-based products. A certified B Corp, headquartered in the UK, we aim to enhance the quality of life for our patients through innovative solutions and outstanding patient care, with a commitment to the highest standards of social and environmental responsibility.